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Member Research & Reports

Member Research & Reports

UAB: Check-in Kiosks in Outpatient Clinical Setting – Fad or the Future?

Check-in kiosks are increasingly used in health care. The purpose of this study was to assess the utility of self-service, check-in kiosks in an ambulatory orthopedic clinic. The aims were to assess the effects of kiosk use upon check-in duration, point of service (POS) financial returns, and patient satisfaction.

A team of researchers collaborated on this study, including Dr. Gerald McGwin, Department of Epidemiology, University of Alabama at Birmingham School of Public Health, and researchers from the Department of Orthopedic Surgery, School of Medicine at the University of Alabama at Birmingham.

Despite kiosks’ expansive role in modern society, with their use in travel, dining, banking, event ticketing, photography, and more, they have remained a niche technology in the healthcare industry. The literature regarding the efficiency, fiscal solvency, and patient satisfaction associated with their use remains scarce.

All age groups reported increased satisfaction, although there also were significant differences between age groups, with younger populations yielding the highest levels of postkiosk satisfaction and older populations yielding the lowest levels of satisfaction.

This pilot study of kiosk-based check-in at an ambulatory, orthopedic clinic revealed increased check-in efficiency, POS returns, and patient satisfaction. Kiosks are positioned to play a vital role in the personalized, patient-centered medical experience of the future. The findings of this study suggest that check-in kiosks are a fiscally responsible, technologically sophisticated investment to assist in addressing the fiscal and administrative issues that challenge modern medical practices.

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